Scan to Network folder fails (Windows 10 - 1809)

[wellcraft19]

After upgrading to Windows 10 Pro 64-bit (version 1809) printer/scanner combo (HP Officejet Pro 8600 N911g) no longer can connect to network folder (worked w/o issues on Win 8.1 Pro). Win 10 PC is part of a Workgroup (not a domain) and main user account sits under 2FA (two-factor-authentication), however, the accounts specifically created for folder sharing are not under 2FA.

This access problem seems to be VERY common and it does not matter whether SMB 1.0 is supported together with SMB 2.0 or not in Windows. The issue is that new FIRMWARE is needed for this printer to play nicely with Windows 10.

I have tried letting printer/scanner get access to folder via my admin account, just as I have created a new account(s) specifically for printer. Regardless of account, all have been given full read/write privileges to target folder.

Adding: printer is hardwired ethernet to router. No WiFi issues. 

Still no go. When setting up access to target in the HP Printer EWS, folder access cannot be authenticated. I have spent days and many nights over the summer scanning the web, the HP forums, I have used the (useless) "HP Print and Scan Doctor", I have rebooted a billion times, and everything points back to HP firmware not playing nice with Windows. As I have four more PCs in the house (all running Windows 10, 1809) I have tried to access a folder share on those as well, but all the time the same error message is given in the EWS when trying to set up the target folder for scanning. I have also replaced the computer's name with the (fixed) IP address - 192.168.15.111 - w/o any success. Also tried with turning "controlled Folder Access" (Windows 10 setting under "Ransomware Protection) on and off. I have been surviving by scanning to a USB stick, but that is not the same, nor very efficient after having been using the excellent feature of "Scan to Network folder" over the years.
Scanning via the HP Smart app for Windows 10 does work, but not always practical to use. And certainly not for high volume scanning jobs.

When browsing the web, found similar issue for a HP Color 500 M575 which was resolved with new firmware from HP.
www.experts-exchange.com/questions/29049243/Scan-to-network-folder-doesn't-work-after-an-update-on-W...

So please don't give the "canned" answers here, so often seen by HP support staff, and please read through the post. I have scanned the HP forums, I have scanned the web, none of the solutions suggested works.

And FWIW: Printer was purchased brand new at Costco, yet when pulling out serial number and model directly from printer's web server, that information will not allow printer to be registered in my HP profile, and hence one is getting stuck, unable to actually get to talk to a "live" HP person (or any luck in finding "the contact options below are still valid"). See attached screen shots (serial number blanked out due to this being an open forum, but will be provided to HP staff as soon as I am contacted). Registering this product has been tried over several months with same error message.

And FWIW, my Epson Workforce printer/scanner combo connects without issues.

[Kumar0307]

@wellcraft19, Welcome to the HP Support Community!

The latest firmware available for HP Officejet Pro 8600 N911g is Version: 1829A which can be found and downloaded from here

Check for any pending Windows update.

You may also try reinstalling the HP Full featured driver from here and install in compatibility mode for Win 8.1/7 and check if that helps.

Keep me posted for further assistance.

[wellcraft19]

Hello Kumar,

If you would have read my post instead of providing a "canned" answer, you would have seen I already have the latest firmware, that scanning works via the "HP Smart" app in Windows 10 (scanning as well as printing, etc).

What DOES NOT work, is when the printer's firmware is trying to authenticate to a Folder Share on a Win 10 machine. It is likely due to SMB 1.0 and SMB 2.0 incompatibility. No "driver" will help that. This is solely a firmware update that is needed - and that can be solved as exemplified in the link I've provided below.

Also, please help so I can actually register my printer. The serial number cannot be found in your system, the serial number that is provided me via the printer's EWS.

I would hope that HP can/will support their products as the major operating system, Windows,  evolves and not leave us users "hanging".

[Kumar0307]

@wellcraft19

To know how to find the serial number/product details on the printer, refer to this document.

You may also register the printer using this link.

Please contact our HP Support team for registering the printer and additional assistance on the issue you are facing with the printer:

1) Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

[wellcraft19]

Hello Kumar0307,

As indicated before, serial number - taken straight from the EWS on the printer - is NOT recognized.

See attached screen shot. This does not matter if it is copied from the EWS or typed in letter by latter.

Hence, I cannot "proceed further".

So, still two issues:

1. HP does not recognize the printer number so I can reg it on the support site.

2. Need new firmware so access ("authentication") to shared folders work on Windows 10 PCs.

And, got a private message from a "KrazyToad" who supposedly is a HP Support agent in the US, asking: "I would like to know if the information we had provided worked for you."

Answer is still NO.

Please advise next steps. I'll be glad to share serial number with a trusted support agent so you guys can look it up internally and tell me why I can't reg my HP product.

[KrazyToad]

@wellcraft19

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you

[wellcraft19]

@KrazyToad,

Thank you. Standing by.

[qdemon]

This may or may not work for you. 

We have a vendor-supplied PC and a Laserjet MFP M527 in our satellite office that was having the same problem.  The vendor's I.T. tech had upgraded the operating system to Windows 10 and assigned a new I.P. address but neglected to reprogram the printer with the PC's new address.  Consequently, the printer could not find the network folder no matter what we did.

Trying to work with the front panel touchscreen was a joke.  It kept changing things back.  When I finally was able to access the EWS, I just deleted all the network folder settings and created new ones.  Even then, it didn't work reliably.  The other part of the fix was to create new share permissions for the folders under Windows 10, making sure to address any network security/password  requirements in the EWS and in Windows .  Once that was done, I rebooted the computer and the printer to make sure the settings were permanent.  That seemed to do the trick...for now.

[wellcraft19]

Thanks for the tips. Already did all that. Several times over before reaching out to HP. It does work on some newer printers.
But HP has via private messages just stated they will not provide firmware updates to support changes introduced with Win 10 (deemed printer too old) and hence they have made the decision easy for me when I eventually look for a new scanner/printer.
For now, I will be using the HP application to scan (less convenient), or the Epson scanner downstairs.

[Daamir]

I'm having the same problem.

Do you have new firmware yet ?